Hi, I’m
Rupesh Mahajan
Nagpur
Summary
GROUP MANAGER - TECHNICAL SUPPORT
Dedicated and results-driven Customer Support & Services (CSS) leader with over 17+ years of experience in fast-growing global support operations. Committed to exceeding customer satisfaction and driving exceptional customer experiences. Skilled in managing large teams to surpass operational performance goals and developing talent-nurturing programs that foster accomplished leaders and Support Engineers. Demonstrated success in collaborating with cross-functional teams to improve customer experience and deliver business results.
Overview
21
years of professional experience
1
Certification
Skills
- Motivational Leadership
- Managing Service Level Agreements
- Managing Operations and Efficiency
- Continuous Improvement Planning and Implementation
- Escalation Management
- Customer Satisfaction / NPS Improvement
- Account Management
- People Management
Work History
Persistent Systems Limited
Group Manager- Technical Support
2012.07 - Current (12 years & 2 months)
Job overview
- Presently managing Portfolio of Managed Services accounts for Global Customers involving Cloud(IBM, AWS) Instance Management and Maintenance
- Team Size – 45+
- In past Managed L2 Product support team of 50+ Technical support engineers for IBM Enterprise Content Management product portfolio with business size of USD 5M
- Transitioned, Managed L2 Product Support for IBM’s Tivoli Netcool Performance Manager(TNPM)
- Responsible for CSAT targets, managing customer relationships, and end-to-end support delivery
- PMO focal for support service delivery, managing operations, revenue projections, resource utilization, capacity planning for existing business, and new growth projections
- Managed P&L for 6 accounts and achieved margin targets by ensuring adequate resource staffing with fast-tracked hiring efforts to meet onboarding timelines and ensuring resources are ready to deploy
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Tracking and reporting service level metrics to leadership and client executive team
- Ensuring SLA adherence to all business KPIs
- Leading MBR/QBR with senior leadership team and key client stakeholders
- Responsible for Identification and implementation of Process improvement areas
- Strong focus on customer relationships, People management, Talent retention, new hiring, and knowledge management
- Active involvement in account farming, assisting in preparing business proposals for new opportunities demonstrating product support capabilities and maturity in existing product portfolio
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings to 10.By improving backlog from 300 tickets to 30.
- People & Performance management – Goal setting for direct reports, performance evaluation, talent identification, coaching, and people development
- Cross-trained existing employees to maximize team agility and performance.
Sigma Software Solutions Pvt.Ltd
Technical Account Manager
2011.03 - 2012.07 (1 year & 4 months)
Job overview
- Managed Global Technical Support Team spread at various geographical locations (EMEA, APAC, US, CANADA) for Telecom Provisioning Product of SMP from India
- Responsible for Resource Management, Escalation Management, SLA, and
- CSAT Management.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Improved Resolution Time from months to 15 Days
Dell Perot Systems
Specialist
2010.04 - 2011.02 (10 months)
Job overview
- Improved Incident management process to improve resolution time
- Introduced Problem Management as a part of process improvement
- Responsible for overall support functions Operations
- Responsible for Managing and coordinating the deployments of the SMP application
- People & Performance management – Goal setting for direct reports, performance evaluation, talent identification, coaching, and people development, Managed a 10+ member team of L1 Support for Investment banking Applications
- Was accountable for SLAs and CSAT
- Responsible for Resource Planning and Management to ensure 24x7 support coverage
- Responsible for Escalation Resolution
- Responsible for Incident and Problem Management Process adherence by the
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Tech Mahindra Limited
Senior Technical Associate
2007.02 - 2010.03 (3 years & 1 month)
Job overview
- Was in charge of leading a Support Team composed of 15+ members
- Team was responsibility for providing L2 and L3 Support and managing MIS applications related to field engineer data gathering
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- In addition to this, I was involved in internal and external quality audits
- I was responsible for Monthly Performance reporting and operations reviews with internal and external Stakeholders
- Was Responsible for Escalation resolution and continuous process/KPIs improvement
- Responsible for Customer Satisfaction and NPS ratings.
Zensar Technologies Limited
Consultant
2004.01 - 2007.01 (3 years)
Job overview
- As Support Focal successfully transitioned group of applications from United Kingdom to Offshore center in India
- Primary responsibility for resolving reported tickets under ITIL framework
- Analyzed problematic areas to provide recommendations and solutions.
- Responsible for supporting Group of applications
- Responsible for SLA adherence, and customer satisfaction
- Responsible for Minor enhancements, Data fixes via incident and problem management processes
- Successfully Migrated DB applications for Largest shipping corporation in world.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
Vasundhara Software Solutions and Ideal Software Solutions
Developer
2002.08 - 2003.10 (1 year & 2 months)
Job overview
- As a developer in these small organizations, I had the opportunity to be actively involved in all phases of software development
- This included contributing to the development of various domestic software solutions such as Pathpedhi Online
- Library Management System, and Hotel Management System
- It was an enriching experience where was able to hone skills and gain valuable insights into the world of software development.
- Tested programs and databases to identify issues and make necessary modifications.
- Designed, developed, and implemented software applications for website based on analyzed requirements and understanding of industry technical standards.
Education
Center For Development of Advanced Computing , Pune
Diploma from Advance Computing
07.2002
North Maharashtra University , Jalgaon
Bachelor of Engineering from Electronics
06.2000
Certification
- ITILV2 Foundation Certification
- Prince 2 Foundation Training
- Certified Scrum Master, Persistent Systems Ltd
- Career-essentials-in-generative-ai-by-microsoft-and-linkedin
Timeline
Group Manager- Technical Support
Persistent Systems Limited
2012.07 - Current (12 years & 2 months)
Technical Account Manager
Sigma Software Solutions Pvt.Ltd
2011.03 - 2012.07 (1 year & 4 months)
Specialist
Dell Perot Systems
2010.04 - 2011.02 (10 months)
Senior Technical Associate
Tech Mahindra Limited
2007.02 - 2010.03 (3 years & 1 month)
Consultant
Zensar Technologies Limited
2004.01 - 2007.01 (3 years)
Developer
Vasundhara Software Solutions and Ideal Software Solutions
2002.08 - 2003.10 (1 year & 2 months)
Center For Development of Advanced Computing
Diploma from Advance Computing
North Maharashtra University
Bachelor of Engineering from Electronics
- ITILV2 Foundation Certification
- Prince 2 Foundation Training
- Certified Scrum Master, Persistent Systems Ltd
- Career-essentials-in-generative-ai-by-microsoft-and-linkedin
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